Level 2 Desktop Support

Responsibilities:

• Manage the installation and maintenance of hardware and software including personal workstations, printers, mobile devices, and infrastructure devices, etc.
• Test, plan and supervise the deployment of new operating system releases, vendor patches, commercial software releases, and public domain software.
• Performs trouble shooting, parts replacement, system upgrades, and basic deployments & repair on assets.
• Imaging devices, including desktops, laptops, and other devices as needed.
• Install, configure, troubleshoot infrastructure – server/network devices.
• Track hardware inventory, handle any issues and find resolutions for users.
• Handle tickets in ServiceNow in a timely manner.
• Assist in resolving technical escalations that arise during service delivery.
• Be highly adaptable and a self-starter.
• Work well with different types of management styles.

Qualifications:

• Working knowledge of meeting SLA (Service Level Agreements)
• Working Knowledge of ITSM tool, Service-Now is a plus
• Basic industry standard technical knowledge
• Strong knowledge in Microsoft Office, Patch Management, Anti-Malware, desktop/laptop imaging, anti-virus and inventory management tools.
• Excellent knowledge of computers (PC, Laptop and Mac) and peripherals.
• Advanced working knowledge of configuring and trouble-shooting iOS and Android based mobile devices.
• Outstanding communication skills to team and clients. Ability to motivate the team to adhere IT best practice and deliver outstanding customer service